**1. Introduction**

Nigeria is the most populous black nation with about 190 million people on an approximate area of 923,769 square kilometres situated between 40 and 140 north latitude and 30 and 140 east longitude in sub-Saharan Africa. It is currently the second biggest economy and the tenth oil producer in the world. In spite of this record, Nigeria Economic Outlook of 2019 described her economy not to be among the fastest growing economies in sub-Saharan Africa. The economic institution of the country, in which the banking sector plays the intermediation role between the surplus and deficit sectors of the economy, drives growth and development.

Historically, the country's banking sector like others is meant to allocate savings to improve productivity and promote economic growth. However, this has not been possible through economic changes of the country whether during the pre-independence epoch or post-independence epoch. During these epochs, the Nigerian economy has undergone a series of economic reforms and policies to address banking failures such as undercapitalisation, delays of transaction, congestion and long queues in and outside of the banking hall, among others. This made the Nigerian economy beclouded with many problems such as weak industrial base, and that is why the economic narrative of the country has been epileptic.

It is remarkable to note that in the last two decades, policies of government through the Central Bank of Nigeria have made bank services to have increased tremendously. For instance, the cashless policy of the Central Bank of Nigeria has eliminated some of the early challenges of banking services in Nigeria [1]. This brought about service availability, promoted service capacity in general and specific terms, and service delivery. But to observers, banking service delivery which is the extent to which the bank is able to meet with the banking service requests of customers (individuals or organisations) in the most efficient manner is below what is expected by customers. This chapter discuses salient issues to provide background knowledge on the subject before taking positions.
